Hello dear Casino Guru Team,

On April 9, 2025, I deposited €143 for a (350% up to €500) casino bonus.

Real money and bonuses are separate at this casino. Before using the bonus, I was lucky enough to make a profit with my real money.

I now have €4,970 in real money in my casino account that I would like to withdraw. I have currently requested three €500 withdrawals. The €500 bonus was automatically canceled upon withdrawal.

No documents have been requested for verification yet. My verification tab states that my account does not need to be verified at this time.

I have already sent an email to Cazeus Casino support and asked why my withdrawals have still not been processed after 10 days.

Here is the response email from Cazeus Casino Support:

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Dear Customer,

Thank you for contacting our Customer Support team.

We hope you find this email well!

Please note that verification is not always required when opening an account; it is done at the discretion of the finance department. In the meantime, you can deposit and withdraw without any problems.

If verification is initiated in the future, you can view it from the Verification tab of your profile. The status will then be "Verification Required," and you can then upload the requested documents.

In addition please remind Withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It also changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence the status of any player's account manually.

Your current status (Level 1) allows you to withdraw up to 500 every 24 hours up to a maximum of 3 active withdrawal requests.

We appreciate your patient and understanding about this matter.

If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.

Yours sincerely,

Customer service

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As the reply email shows, support didn't respond to my question. It looks like an automated reply email to me.

Since I have been waiting for a payout for almost two weeks now, I have decided to write a complaint and hope you can help me resolve this matter.

Best regards,

Michael

Hallo liebes Casino Guru Team,

Am 9.4.2025 habe ich 143€ für einen (350% bis zu 500€) Casino Bonus eingezahlt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Bevor ich den Bonus genutzt habe, hatte ich Glück und konnte mit meinem Echtgeld einen Gewinn erzielen.

Nun habe ich 4970€ Echtgeld auf dem Casino Konto, die ich gerne auszahlen m?chte. Aktuell habe ich 3x 500€ zur Auszahlung beantragt. Der 500€ Bonus wurde bei der Auszahlung automatisch storniert.

Es wurden bisher noch keine Dokumente zur Verifizierung angefordert. In meinem Verifizierungstab steht, dass mein Konto zur Zeit nicht verifiziert werden muss.

Ich habe bereits eine Email an den Support vom Cazeus Casino geschrieben und gefragt, warum meine Auszahlungen nach 10 Tagen immer noch nicht bearbeitet werden.

Hier ist die Antwort-Mail vom Cazeus Casino Support:

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Dear Customer ,

Thank you for contacting our Customer Support team. 

We hope this email finds you well!

Please note that verification is not always required when opening an account; it is done at the discretion of the finance department. In the meantime, you can deposit and withdraw without any problems.

If verification is initiated in the future, you can view it from the Verification tab of your profile. The status will then be "Verification Required," and you can then upload the requested documents.

In addition please remind Withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It also changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence the status of any player's account manually.

Your current status (Level 1) allows you to withdraw up to 500 every 24 hours up to a maximum of 3 active withdrawal requests.

We appreciate your patient and understanding about this matter. 

If you have additional questions, please feel free to contact us via email [email protected] or via Live Chat.

Yours sincerely,

Customer service

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Wie aus der Antwort Email ersichtlich wird, hat der Support mir nicht auf meine Frage geantwortet. Es sieht für mich so aus wie eine automatische Antwort Email.

Da ich nun schon fast 2 Wochen auf eine Auszahlung warte, habe ich mich entschlossen, eine Beschwerde zu schreiben und hoffe, sie k?nnen mir bei der Kl?rung dieses Falls behilflich sein.

liebe Grü?e,

Michael

Dear Popy71,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Popy71,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Nick,

No, unfortunately, the casino hasn't processed any payouts yet. There's no new development in this case either. I hope you can help me.

Best regards,

Michael

Hallo Nick,

Nein, leider wurde von dem Casino noch keine Auszahlung durchgeführt. Eine neue Entwicklung gibt es in diesem Fall auch nicht. Ich hoffe sie k?nnen mir weiterhelfen.

Liebe Grü?e,

Michael

Hello Nick,

Yesterday, the first two withdrawals of €500 each were paid out from Cazeus Casino. I haven't had to verify my account yet.

kind regards,

Michael

Hallo Nick,

gestern wurden die ersten 2 Auszahlungen von jeweils 500€ vom Cazeus-Casino ausgezahlt. Verifizieren musste ich mein Konto bisher nicht.

lieben Gru?,

Michael

Dear Popy71,

Glad to hear that part of your withdrawals have been received.

Please let us know in case the last payment would arrive and keep is updated in case of any updates/changes.

Looking forward to hearing from you.

Regards,

Nick

Hello Nick,

All right, I'll document all incoming payments from the casino here in the future. A few days ago, a payment of €500 came in. In total, Cazeus Casino has paid out €1,500.

kind regards,

Michael

Hallo Nick,

alles klar, ich werde alle eingehenden Zahlungen vom Casino zukünftig hier dokumentieren. Vor ein paar Tagen ist eine Zahlung von 500€ eingegangen. Insgesamt hat das Cazeus-Casino somit 1500€ ausgezahlt.

lieben Gru?,

Michael

Dear Popy71,

Can you please give us an update regarding your withdrawals - did you receive any since your last post or are there currently any pending withdrawals and if yes, since when exactly?

Regards,

Nick

Hello Nick,

thanks for the reminder...

In the last few days and today, further payouts were made by the casino.

There's still €1,970 outstanding. I'll keep you updated on the payouts.

Kind regards,

Michael

Hallo Nick,

danke für die Erinnerung...

In den letzten Tagen und heute wurden eine weitere Auszahlungen vom Casino vorgenommen.

Offen sind immer noch 1970€. Ich werde Sie weiterhin über die Auszahlungen informieren.

Lieben Gru?,

Michael

Hello Nick,

The casino paid out €500 today. This leaves €1,470 remaining.

kind regards,

Michael

Hallo Nick,

Das casino hat heute 500€ ausgezahlt. Demnach bleiben noch 1470€ übrig.

lieben Gru?,

Michael

Dear Popy71,

Glad to hear that a part of your withdrawal has arrived.

Please clarify the date of your other withdrawals as I've requested before and keep us updated.

Regards,

Nick

Hello Nick,

Here are the days of payouts from the casino:

23.04.2025 1000€

25.04.2025 500€

03.05.2025 500€

04.05.2025 500€

06.05.2025 500€

09.05.2025 500€

11.05.2025 500€

12.05.2025 500€

Total paid out: 4500€

Remaining: 470€

Kind regards,

Michael

Hallo Nick,

hier die Tage der Auszahlungen vom Casino:

23.04.2025 1000€

25.04.2025 500€

03.05.2025 500€

04.05.2025 500€

06.05.2025 500€

09.05.2025 500€

11.05.2025 500€

12.05 2025 500€

Insgesamt ausgezahlt: 4500€

Rest: 470€

Lieben Gru?,

Michael

Dear Popy71,

Thank you for your reply.

I was referring to the pending withdrawals, as the ones you listed appear to be already successfully processed.

Could you kindly clarify the dates and amounts of your currently pending withdrawal requests?

Looking forward to your response.

Kind regards,

Nick

Hello Nick,

Thank you for your great support. Cazeus Casino has now paid out everything. There's nothing left outstanding.

kind regards,

Michael

Hallo Nick,

danke für die tolle Unterstützung. Das Cazeus Casino hat nun alles ausgezahlt. Es ist nichts mehr offen.

lieben Gru?,

Michael

Dear Popy71,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

www.kpvfaw.com